Digital roles overlap even more

Last year I posted how digital roles now overlap so much, it is becoming harder and harder to understand them. And provided a diagram to show this overlap between: social media, PR, website management, ecommerce and marketing

I therefore thought I would extend this diagram to other digital roles, including analysis, architecture and operations.

I think its therefore fair to say that, a year-on, roles in this sector increasingly overlap.

The Social Media Maturity Matrix 2016

A path to the comprehensive and effective organisational use of Social Media - Updated from 2012 to 2016

The Social Media Maturity Matrix 2016 from Hayden Sutherland

Digital Roles Overlap

I think it is becoming harder and harder to understand all the roles a modern and competent digital organisation needs. In my opinion this is because each specific skill-set now overlaps others.

This makes is difficult to classify some roles and the people that could fill them. 

Hopefully this diagram goes some way to explain things.

eCommerce Must Put Mobile First

In my mind there's no doubt that the main device to design a company experience for (both now and in the near future) is the smartphone.... especially as far is eCommerce is concerned. This is what Forrester calls "The Mobile Mind Shift" - the customer need to browse, buy and engage with a retailer vie their device of choice. And these days this is typically their mobile phone.

Consumers are increasingly demanding online experiences that work on any device at any time.  But with smartphone decision making and purchasing on the increase... the mobile web must now be the primary concern of any retailer. 

It's my observations that:

• Regardless of where the customer is (at home, at work, on the go, in a store, etc.) they use their smartphone to shop. Sure, they may still use a tablet or desktop & laptop PC, but the mobile is what they have immediately to-hand... literally.
• The customer is often either cautious about downloading retailer apps or doesn't update them often when they have them. This is different for essential apps they my use day-to-day (e.g. Social Media platforms) which preoccupy their mobile time.

So where does this leave a retailer that doesn't deliver a site that works correctly on the small screen?

Lagging behind.

The 7 Deadly Sins of Social Media Marketing

From the pen of Marketing cartoonist comes another witty illustration, this time on the 7 Deadly Sins of Social Media Marketing:

Which do you practice?
(I bet you do at least one, if not more)

The full selection of cartoons can be found here: http://tomfishburne.com

Social Media in action – CalMac Culture

As some readers will know, one of our clients at Ideal Interface is Caledonian MacBrayne, the ferry company known as CalMac. Based on the west coast of Scotland, they are the UK’s biggest ferry operator by size of fleet and cover 60,000 square miles of land and (mainly) water.

One of the initiatives that I’ve been involved with has been CalMac Culture #calmacculture – an online competition to find original singer / songwriters, leading to a slot in several of Scotland’s key festivals (e.g. Tyree Music Festival, etc.)
If you happen to be online tonight, you can see the ‘Battle of the Bands’ being streamed live from King Tut's Wah Wah Hut in Glasgow:

Take a look:
https://www.youtube.com/user/calmacculture

Social Media Training - do you really need it?

It's almost shocking to see the number of "introduction to Social Media" courses still being touted about. A quick search on Google highlights just how seriously the suppliers of Social Media Training are right now:

And a quick look at the term "Social Media Training" in Google Trends shows that the term is predicted to grow in the number of searches over the next year, albeit less so than when it first appeared on Google's radar back at the beginning of 2009.

So given all this supply and searching for the term, just who are the intended recipients?
I'm sure I can't be the only person who must assume that anyone who wants to understand the fundamentals of Facebook, Twitter and YouTube must have got to grips with the basics of each by now?

Global map of Social Networks - December 2013

For my last post of 2013 I thought I'd quickly mention this map of Social Networks used across the world for this month, December 2013.

Every 6 months Vincenzo Cosenza collates information from Alexa to understand which Social Media platforms are the the most popular in each country across the globe:

Since his last review 6 months ago, Facebook's growth has been slower. Its population is now up to 1.189 billion monthly active users, made up of: 199 million U.S. and Canada users, 276 million users in Europe, 351 million users in Asia (up by 34 million) and 362 million users from other parts of the world. Showing that it is still the world's leading network and that others such as V Kontakte and Twitter will have a hard job overtaking.

What is interesting for me is that there are a number of social networks that I was not familiar with at all, including Adnoklassniki, QZone, Cloob and Drauglem. Their prominence in this review highlights the need for a global social media marketing approach (e.g. when planning any international eCommerce efforts).

Embedding a Google+ post inside a blog article

I find I'm using Google Plus more these days, so I thought I'd understand how to use the embed post feature. And as this blog is also run on Google's Blogger platform, inserting a G+ post into this blog seemed the obvious choice.

However was actually easier than I thought. By selecting the drop-down menu at the top of a top, you get the options as follows:

Then just selecting "Embed Post" you get access to the HTML code, that you then just copy and paste in the HTML editor of your blog.
Note: editing HTML might not be everyone's idea of 'easy' but for most technically proficient users this should be relatively simple.

Will Social Media Experts take over the World?

I once read back in 2007 that since the rate of Elvis impersonators in the World was increasing at such a fast rate, by 2019 a third of everyone on the planet would be one.

However, I now fear that the Social Media Guru Disease is getting out of control. Now rather than the prediction that the population will be filled with an excess of flared sequinned jumpsuit-wearing singers, we could end up with more than our fair share of inexperienced 'Social Media Ninjas' and self-trained 'Social Media experts' setting up training courses in "creating a Facebook page" and running webinars in "how to engage customers using Twitter".

Well... too late, we already have too many of these!

Hayden has now left the building.

Do you have Social Media Guru Disease?

I fear that a new highly virulent strain has gripped the modern world. One that seems to be so infectious it is spreading life wildfire and afflicting nearly everyone it comes into contact with.

What are the symptoms?

1. A delusional state of mind 
2. The constant mentioning of abilities and expertise that the person clearly doesn't have
3. The impersonation of professionals they have occasionally met or seen
4. Constant requests for you to like them or follow them

In case you haven't some into contact with these poor people yet... These symptoms are also accompanied by other physical manifestations, such as the sudden appearance of websites and marketing material claiming to "learn the basics" or "grow your business with Social Media". These messages, like a form of digital graffiti, are now posted all over Linkedin and Facebook... it's almost as if those who are worst affected are using the very channels that fuel their delusions as cries for help.

Yes, Social Media Guru Disease is here people and could be affecting those around you at this very moment.

• Does your partner keep setting up different Twitter accounts for no reason?
• Has your son started drawing large letters (particularly the letter 'F' in blue) on every vertical surface?
• Have you the secret worry that 'Instagram' may not be the covert word for your colleague's drug habit?
• Has an old school friend sent you over 15 request to 'like' their flower arranging business in the last week?

I noticed this disease appear a couple of years back and hoped it wouldn't get out of control. But alas, it seems it might be too late.... I hope not! 

True content marketing is calculating page value

I see so many articles on the subject of content marketing it makes my head hurt. They nearly all just witter on about blogs, infographics and social media, but hardly any even mention one key thing... return on investment.

Its like we've stepped back once more to either around 2008 (when social media gained a lot of attention) or the early days of the dot com bubble in the 1990's. Both were a time when a lot of people lost a lot of money, by not focusing on value.  The value of what you're doing compared to what you get out and the value you're adding.

So before rushing into loads of content marketing efforts and wasting everyone's time and money. .. ask yourself "do I know the value of this page I'm either creating or maintaining?".

If you don't, might I suggest you stop right there and work that out first?

The rise of Personal Finance Management services

Last year I was lucky enough have a senior role as the Head of Digital for a financial organisation. This got me back into the Financial Services arena, where I could leverage the experience I’d gained from several years of agency-side delivery in this sector.

Diving into this industry again after several years out of it, I was struck by the changes that had taken place. For example: The reputation of banks was lower than it had been nearly 10 years ago (primarily due to the financial crash, but also because of the rise of customer complains brought on by better communication methods such as the Internet and Social Media) and people were eventually breaking away from the traditional and clumsy segmentation models of life stage and age.

However one thing in particular grabbed my attention more than most, the potential for banks not to own the financial interface with the customer anymore and that a service layer could be placed between the user and financial services provider. In other words, the market was far more likely to use personal finance management tools now than ever before.

But why are online personal finance management services now being considered? Especially when banks have spent so much money and time creating their own direct banking channels?

1. Users want independence
Having a product agnostic platform puts the user back in control. Look at the gradual dominance of the aggregator in financial comparison; from credit cards through to car insurance, online now provides a way of comparing and contrasting multiple products in a single place. This independence from a specific financial services provider gives the user a place they can trust and not have cross-sell and up-sell offers from the same company tirelessly pushed to them at every opportunity.

2. Users need better interfaces
All online banking and services sites are playing catch-up with each other, but all so very slowly. Thanks to lengthy development timescales, the need to comply with in-house governance and the very nature of financial brands to be less agile and more risk averse... you then get products that work, but are rarely shining examples of fantastic functionality, user experience and design.

3. Users have more choice
The financial services landscape has changed. These days users not only have the ability to switch providers for their insurance and banking needs, this switching is becoming a legal requirement that all FS providers must support. Add to this the fact that so many financial companies have now all diversified into as many different markets as possible (usually by white-labelling everyone else’s services) and the choice amongst products is bewildering and still growing...

When you then compare these facts with the ability of smaller, digital-first and more innovative personal finance manager sites, you can start to see why some banks and building societies are getting worried. The rest, well they’ll have a nasty shock when they eventually wake up.

Social Media and the 'me too' society

We live is a wonderful world, full of fun and great experiences. But look again and you'll see a profound lack of originality. Creatures mimic other creatures, fashion copies fashion and artists emulate other artists in an effort to show their skills. And the same could reasonably be said about the online industry... where words like 'best practice' and 'conventions' are typically uttered by us all. When what we really mean is... "This is what everyone else does, says or thinks; so we're gonna do the same".
Sound familiar?

Perhaps the online problem is exacerbated by social media. Do social networks like Twitter and Facebook encourage the herd mentality and actually stifle original thinking?  Quite possibly.

Social Media has been described as the ultimate echo chamber, a place where thoughts uttered are repeated (or retweeted) and bounced around until some become folklore and even cited as fact.
I see it with my own eyes all the time when posts are 'curated' (In other words: stolen, passed off as someone else's or just made to look like the poster has found the work & shared it... rather than simply removing the name or Twitter handle of the originator).

It seems that in the 'me too' society, nobody wants to be left out and everyone wants to claim the credit for everything. And quite frankly... This gets my goat. Social Media has a lot going for it, it's able to be a great source of original thought and innovative ideas. It's just a shame that so many people act like virtual sheep on sites like Twitter. Perhaps that's why they call it 'following' after all.

MP's tweet shows effect of social media

Tonight during the 'Red Nose Day" (a TV charity event that raises money for UK and African causes) Fiona Mactaggart (@fionamacmp) the Conservative MP for Slough tweeted the following message:
" I will give £1.00 to Comic relief for every retweet of this message before 9pm"

Come 9pm the total re tweets of her message totalled 14,268 in number.

Now some people have criticised Ms Mactaggart for blatantly buying RT's whilst others have praised her altruism.
Either way, it looks like she is going to stick to her pledge and write a cheque out for the full amount.

Why I am not getting into Content Marketing

I think the term Content Marketing has definately become the latest buzzword of the last 6 months or so. Used and abused by digital marketers and consultants it is this season's "social media", "web2.0" or "information superhighway" and it will stay dominant until 'Semantic Web' or some other equally fancy term hits the digital mainstream soon enough.
Note: The only contender for it's crown of hype right now is 'big data'.

I think I've previously given the subject a fairly good coverage on this blog. I've written up a good explanation of what Content Marketing is & isn't, given examples of when it's crap, described how to optimise it and even gone into detail on how to measure it. However, when I also look back at posts on this blog from several years ago, I find I've covered the subject, but I've just not called it by that specific term.

From optimising press releases for social media in August 2010, through to considerations for making your content more portable in April 2008 (my, that does seem a long time ago).

So I'm going to make a bold statement.

 I'm definately not getting into Content Marketing because it's now the latest and greatest thing to be into...

.... as it seems I've already been into Content Marketing for almost half a decade.

What exactly is a good Klout score?

I've recently had my Klout score drop a couple of points. Apparently I'm now only valued at 59, whereas only a few weeks ago this was at 61.

But be honest, I've no idea what this means... Is 59 good, bad or middle- of-the-road?

For those that don't know, Klout is one of several services that tries to gives you a value of your online (and primarily your social media ) influence. There was even some mutterings in the past that these sorts of metrics would be used by potential employers to short-list candidates for specific roles.*
However, in my opinion it doesn't seem to actually be a measure of anything valuable.

Firstly, how am I to compare two different people, with different roles, but with the same score? And secondly, I've never blogged more, built up more followers on Twitter or had more traffic to my company website than in the last few weeks... And yet I've had a 3-4% drop in my digital influence dished out.

I hardly think I'll worry if my score drops further.

* In my experience, most companies looking to hire social media savvy staff haven't a clue how to measure their modern market impact.

Customer retention with email - things to consider

It's still the case with most business sectors I work in that retaining an existing customer costs less than getting a new one. Customer relationship marketing, eCRM, marketing automation and a bunch of other industry approaches and technologies are all there for one thing... To retain the (profitable) customer and stop them switching to other competitive services or products.

Recent statistics [see above] support my own findings that organisations are increasingly using email  as a customer retention tool, rather than one for finding new customers. Although Social Media is constantly grabbing the headlines, the less glamorous subject of email and eCRM is becoming more and more useful in keeping the customers a company already has.

But doing retention marketing sensibly isn't as easy as you might initially think. In the modern world of SaaS email marketing systems and freemium eCRM tools, its relatively simple to dive straight in to a package and start spamming your existing customers left, right and centre.

However, it might be that by weighing-up the following you make your retention campaigns easier for you and more cost-effective for your company..

1. Ensure you've correctly set-up your digital analytics (e.g. your Google Analytics tags)
2. Make sure your email service provider can track everything you need (bounce rates, site visits, conversions)
3. Check that you have the above two points integrated (e.g. that you can also see what emails are delivering converting visitors in you digital analytics package)
4. Build a schedule for your communications, hopefully covering a calendar and also driven by events (e.g. by all means send out a 'Valentines Day' email a week before the 14th February, but also remember to send a 'Please renew your product warranty' or similar message the week before the anniversary of the product purchase).
5. Test your messages on all devices, including mobiles and tablets
6. Clearly place an unsubscribe link at the bottom of all your emails
7. Understand the deliverability of your emails and what proportion of your messages end up in the 'junk' email folder (where possible, work with a premium ESP to measure and improve this)

Presenting attribution correctly

Today I was not only lucky enough to be invited along to the Strathclyde University Business School's workshop on Big Data and Social Media... I also presented on one of my favourite topics:

The Multi-Channel Consumer And Their Influences To Purchasing

One of the hardest things I wanted to show was the different paths that consumers take on their multi-channel paths to purchase.

This journey (albeit just for one customer) is quite difficult to depict in a linear way and in the end I resorted to showing all the channels as a set of swim-lanes. In the photo taken above, you will see me in the middle of my presentation trying to explain the concept.

I hope the audience understood what I was trying to say.

Content: Found, read, shared and measured

The title of this post basically sums up my approach to the growing discipline of Content Marketing.

These four terms are section headings for my simple and effective way to assess and develop your CM strategy. Below they are broken down into the essential areas that I think needs covering if you are putting together your own content marketing approach:

Found:
It's no good creating content if nobody finds it... so ensuring your text, images and other assets can be found on the web is bloody important. This is consequently the area where Content Marketing and Search Engine Optimisation come together the most; as using the correct SEO techniques and being correctly indexed by search engines can mean the difference between your pages getting lots of traffic and getting practically none.

Read:
Isn't there a wonderful phrase that goes something like "if a tree falls over in the forest and nobody hears it, does it make a noise?"... Well, in my opinion the same goes for your words and pictures... if nobody reads them, are they really content?
I should also mention that the quality of your content is something to watch out for. It's no good just getting the office junior to write all your website content if they've no real idea of how to correctly write for the web. Therefore scan-ability, readability and understandability are all key success factors here.

Shared:
To get your content to as many eyeballs as possible, you have to encourage it's sharing across as many platforms and formats as possible. From RSS feeds through to seeding by simple social sharing functionality, your content needs to work as hard as possible when it is is used off of your website as it does when it is on it. Also links and content out on social platforms can now significantly contribute to you SEO efforts too.

Measured:
This is probably the area least understood about Content Marketing (and therefore probably the area most likely to be missed / skipped). However it's not that difficult to get your head around, especially if you have a person in your organisation who understand your website analytics package and can obtain meaningful engagement KPI's.

Let me know if this framework works for you or if you have a better one